RiteRug Flooring & Carpet Showroom & Outlet - Heath — Local services in Heath

Have been working to resolve an issue with our newly installed floating tile floor since late April. It is almost September. Originally sent the installer to examine the issue who claimed the product was at fault; later learned that the installer was sent in error; then they sent an investigator from the manufacturer (Shaw) who determined it was not an issue with the floor - it was with the installation (took five weeks for this response); the transition between the new carpet and the tile was broken during the initial examination leaving carpet nails exposed. Now we have had to hammer down all the nails to protect our feet and our dog's paws to say nothing of the trip hazard created by tiles that have popped up. Several calls to customer service resulted in a promise to call us right back...which did not happen. Finally spoke to a customer service supervisor who advised that Rite Rug would provide an allowance for replacing the flooring; now we have to drive over an hour to a larger store to see if they have anything similar in color. VERY slow to return calls. After numerous promises to "make it right", we are still waiting...and waiting some more....we are not happy with the customer service at all. UPDATE: We were able to get a crew out to replace the problem area in September....however, the installers advised that, in order to fix the issue, we would need to replace the ENTIRE FLOOR IN THE KITCHEN and they did not have enough product to accomplish that. Rite Rug ordered additional tile and, after waiting for WEEKS, the tile arrived just as we were leaving for the winter. In the spring, we had an install date scheduled but circumstances prevented us from getting the flooring installed. We were too tired of dealing with this to get the floor replaced and gave up. We will just have to live with it. The installers (2nd team) were very nice and advised that the original installers did not do a good job and THAT is what led to our issue. We have determined that the original installation was too big a job to accomplish in one day - but Rite Rug did not schedule ample time to get the job done correctly. And so it goes. 53 phone calls and hours of...

“Rite” is spelled wrong for a reason!!!

They wanted the chance to replace my flooring for a third time, figuring they might get it right. Third time was NOT going to be the charm! As someone with construction management experience on multi-million dollar projects, I have never had so many problems trying to get a job done right!

Damaged my home - gouged and scratched my newly finished hardwood floor, ripped off exterior door bottom seal, broke dishwasher kick panel, damaged new custom cabinets’ painted floor molding, and that’s separate from the horrible install! Contractors (WrongRug doesn’t have their own installers) left gaps in corners, along wall, and in front of my dishwasher. The installation manager wanted to use CAULK to fill the gaps in my floor?!?! Customer “service” said “they don’t fix moldings”, even though they damaged it. Then said I was “trying to nickel and dime them”!?

Installers weren’t even prepared to move appliances, which I paid for, and had to use my tools to even attempt to install correctly under my finished door trim - they were going to loosely cut around and then caulk. Metal transition strips were torn/jagged at ends and a safety hazard. They left a pile of old hardwood shards on my stairs for my children to step on.

Simple kitchen flooring laminate tile install they apparently aren’t qualified to do. Armstrong Flooring manufacturer confirmed that they didn’t install correctly - have the documentation to prove it. Fought with rude customer service department for about 6 months until finally admitted to the installation error. They ripped out my underlayment the second time and installed directly over an older bubbled linoleum layer, instead of the-installing new underlayment. Now the floor has two large bubbles extending across the entire floor. Even worse, we had to settle for installation without the originally approved design (grouted joints) because they couldn’t get it right! - They actually suggested a darker color tile and grout to hide...

The salesman were nice (ha ha, which ones aren't, that's how they get you in the door). Really wish I would have read the reviews before buying from here. I don't mind paying for something but when they mess something up, please don't blame me. If you are installing carpet on the stairs and are scheduled to do so, wouldn't you think YOU would have measured that beforehand? And when I take a day off of work to have you come and do your job and all of a sudden you can't because YOU didn't measure the stairs and you weren't prepared, then please don't blame me! How about I'm really sorry, we messed up, we are going to fix this for you, this is our mistake? Most often, an apology goes a long way, not blame!

We will not be ordering from this company again. The plan is to finish the downstairs in the spring. I will gladly pay extra to our local contractor for LESS hassle and quite frankly wish I would have just done it this time too in order to avoid all of this!

On a sidenote, we had bedroom carpet installed last week and the guys who installed the carpet worked hard and were very friendly. It's just the salesman who made the mistake who wouldn't take ownership of his error and wanted to blame us, the customers, that I cannot tolerate. I also called the corporate office after speaking with the Heath store and really did not get any results with...